WFM Analyst Senior

2 weeks ago

Orlando, United States Elevance Health Full time

WFM Analyst Senior Location:

This position will work a hybrid model (remote and office). The Ideal candidate will live within 50 miles of one of our Elevance Health PulsePoint locations. Preferred locations: Altamonte, FL or St. Louis, MO. BioPlus Specialty Pharmacy is now part of CarelonRx (formerly lngenioRx), and a proud member of the Elevance Health family of companies. Together, CarelonRx and BioPlus offer consumers and providers an unparalleled level of service that's easy and focused on whole health. Through our distinct clinical expertise, digital capabilities, and broad access to specialty medications across a wide range of conditions, we deliver an elevated experience, affordability, and personalized support throughout the consumer's treatment journey. The

WFM Analyst Senior

will be accurately predicts call volumes, average speed of answer (ASA), service levels, abandonment rates, and average handle times by call type to identify and monitor trends. Identifies and locks in capacity required to meet service level targets efficiently via hiring, outsourcing, and attrition. Develops staffing models which are utilized by Finance during the budgeting process. Maintains numerous staffing models which may include multiple business units. How you will make an impact: Performs continuous analysis and projects if resulting metrics will increase or decrease call volume in the long-term (typically 12-18 months).

Captures call baseline data, recording and removing volume-driven events, determines historical patterns, incorporates incremental drivers, and incorporates shrinkage patterns through analysis of past data

Predicts future impact on call drivers.

Analyzes and interprets staffing model results by isolating and analyzing trends and assessing business impacts.

Develops a long-term service level plan with specific actions based on gaps identified by the model.

Meets with management to review staffing models and to make improvements on future forecasts.

Designs, builds and maintains databases and/or spreadsheets tracking key service statistics.

Determines long-term needs and loads the forecast into the WFM system.

Serves as expert on WFM software and may be point of contact for systems related issues.

Minimum Requirements: Requires a BA/BS degree in Business, Statistics or related field and a minimum of 2 years call center operations experience with 3 years real-time management, scheduling and forecasting experience in a centralized call center environment; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities, and Experiences: Prior workforce experience.

2 years real-time management experience in a centralized call center environment preferred.

Excel knowledge.

Communication skills.

Supports clinical and customer service anywhere*

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